U.S. patent application number 11/803932 was filed with the patent office on 2008-02-28 for rich claim reporting system.
Invention is credited to Brian Brylinksi, Vikki Nowak.
Application Number | 20080052134 11/803932 |
Document ID | / |
Family ID | 39197797 |
Filed Date | 2008-02-28 |
United States Patent
Application |
20080052134 |
Kind Code |
A1 |
Nowak; Vikki ; et
al. |
February 28, 2008 |
Rich claim reporting system
Abstract
A rich-media system allows a user to illustrate damage and
request payment in accordance with an insurance policy or another
arrangement. The rich-media system includes network servers that
may operate and appear to remote client applications and remote
computers as if the network servers were a single computer. A
damage indicator tool resident to one of the network servers
enables a remote user to visually illustrate damage to an item
through a rich-media application. The damage indicator may support
a relative pointing device and an absolute pointing device. An
incident animator tool linked to the damage indicator tool in some
rich media systems enables the remote user to visually recreate an
event in a second rich media application. An optional scheduler
linked to the incident animator tool and the damage indicator tool
may enable the remote user to schedule an appointment to have the
damage inspected or repaired.
Inventors: |
Nowak; Vikki; (Cleveland,
NH) ; Brylinksi; Brian; (Cumming, GA) |
Correspondence
Address: |
BRINKS HOFER GILSON & LIONE
P.O. BOX 10395
CHICAGO
IL
60610
US
|
Family ID: |
39197797 |
Appl. No.: |
11/803932 |
Filed: |
May 16, 2007 |
Related U.S. Patent Documents
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Application
Number |
Filing Date |
Patent Number |
|
|
60801462 |
May 18, 2006 |
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Current U.S.
Class: |
705/4 |
Current CPC
Class: |
G06Q 10/10 20130101;
G06Q 40/08 20130101 |
Class at
Publication: |
705/004 |
International
Class: |
G06Q 40/00 20060101
G06Q040/00 |
Claims
1. A rich-media application that allows an insured to illustrate
damage and request payment in accordance with an insurance policy
comprising: receiving identification data from a remote computer
that identifies the user and an insured item; accessing a
rich-media application that generates dynamic objects that are
transmitted to the remote computer to render an image of the
insured item or a portion thereof; receiving relative and absolute
data from the remote computer that identifies a damaged area of the
insured item; assigning an indicia to a damaged area of the insured
item that corresponds to the relative data or the absolute data;
and storing data that identifies the damage to the insured item in
a server programmed to receive insurance claims in accordance with
an insurance policy.
2. The rich media application of claim 1 further comprising
providing on-line access to a claim management system in which the
user may navigate through product pages that allow the user to
illustrate damage to the insured item.
3. The rich media application of claim 2 further comprising
maintaining image libraries of multiple vehicle platforms in a
database that correspond to the insured item.
4. The rich media application of claim 3 where the severity of a
damaged area is represented by a plurality of visual elements
associated with a level of damage or an indication of a severity of
loss.
5. The rich media application of claim 4 further comprising
generating an email document when a reporting session is stored and
transmitting the email document to the user.
6. The rich media application of claim 4 further comprising
illustrating the events that lead to the damage and illustrating
the events that occurred after the damage to the insured item in
three dimensions.
7. The rich media application of claim 4 further comprising
illustrating the events that lead to the damage and the events that
occurred after the damage to the insured item in four
dimensions.
8. The rich media application of claim 7 further comprising
providing on-line access to an incident animator tool that is used
to illustrate the events that lead to the damage and the events
that occurred after the damage through a Web page that provide
controls for receiving information automatically.
9. The rich media application of claim 7 providing an interactive
utility that guides the user through each step of the events
recreation.
10. The rich media application of claim 8 where the relative and
absolute data are received directly from a vehicle.
11. The rich media application of claim 8 further comprising
gathering content-related information related to the events
automatically by searching through publicly accessible distributed
networks.
12. The rich media application of claim of claim 11 further
comprising receiving a request to meet with a representative on a
specific day at a specified time.
13. The rich media application of claim 12 further comprising
generating an email document and transmitting the email document to
the user, the email document including a hyperlink configured such
that selection by the user causes information sufficient to
identify the user and the requested meeting day to be transmitted
to the server.
14. A rich-media system that allows an insured to illustrate damage
and request payment in accordance with an insurance policy
comprising: an interface configured to receive identification data
from a remote computer that identifies the user and an insured
item; a server configured to allow access to a rich-media
application that generates dynamic objects that are transmitted to
the remote computer to render an image of the insured item or a
portion thereof, the interface configured to receive relative and
absolute data from the remote computer that identifies a damaged
area of the insured item; the server hosting a program that assigns
an indicia to a damaged area of the insured item that corresponds
to the relative data or the absolute data; and a database for
storing data that identifies the damage to the insured item in a
server programmed to receive insurance claims in accordance with an
insurance policy.
15. A rich-media system that allows an insured to illustrate damage
and request payment in accordance with an insurance policy or
another formal arrangement comprising: a plurality of network
servers that operate and appear to clients as if the network of
servers comprise a single computer; a damage indicator tool
resident to one of the plurality of network servers that enables a
remote user to visually illustrate damage to an item through a
first rich-media application that supports a relative pointing
device and an absolute pointing device; an incident animator tool
linked to the damage indicator tool and resident to one of the
plurality of network servers that enables the remote user to
visually recreate an event in a second rich media application that
resulted in the damage to the item; and a scheduler linked to the
incident animator tool and the damage indicator tool and resident
to one of the plurality of network servers that enables the remote
user to schedule an appointment for an inspection or repair of the
illustrated damage to the item through a remote web browser.
16. The rich media system of claim 15 further comprising a wireless
interface configured to receiving data directly from a vehicle
computer that capture vehicle sensor outputs that track vehicle
characteristics.
17. The rich media system of claim 15 where the scheduler is
configured to wirelessly transmit a destination to a user's
navigation system.
18. The rich media system of claim 15 further comprising a
windshield damage indicator resident to one of the plurality of
network servers that enables a remote user to illustrate damage to
a windshield.
19. The rich media system of claim 18 where the windshield damage
indicator is configured to automatically identify a particular
user's windshield when the user logs onto one of the network
servers.
20. The rich media system of claim 19 further comprising an
inference engine that automatically determines if a windshield
should be replaced or repaired.
Description
PRIORITY CLAIM
[0001] This application claims priority to pending U.S. Provisional
Application No. 60/801,462, filed May 18, 2006, entitled "Rich
Claim Reporting System," which is incorporated herein by
reference.
BACKGROUND OF THE INVENTION
[0002] 1. Technical Field
[0003] This application relates to claim reporting and more
particularly to an on-line claim reporting system.
[0004] 2. Related Art
[0005] A goal of some insurance providers is to reduce the
frustration and expense associated with claims. Some disputes
center on insurance coverage and the risks that may be covered.
Other disputes concern liability limits and who is insured.
Increasingly, late reporting of insurance claims has caused
disputes related to delays, denials, and non-payment of claims.
[0006] Some providers use a form-based system to minimize the
frustration and expense associated with processing insurance
claims. These form-based systems require customers or insureds to
describe claims in detail. Customers or insureds may be asked to
describe the circumstances surrounding a claim or provide
measurements that indicate where damage occurred. Some forms do not
gather information that is unique to an incident or must be scanned
before information is processed.
[0007] There is a need for a system that enables the customers or
insureds to provide incident details. The system may reduce the
burden of describing an incident while allowing a user to describe
the incident in context.
SUMMARY
[0008] A rich-media system allows a user to illustrate damage and
request payment in accordance with an insurance policy or another
arrangement. The rich-media system may include network servers that
operate and appear to remote client applications as if the network
servers were a single computer. A damage indicator tool resident to
one of the network servers enables a remote user to visually
illustrate damage to an item through a first rich-media
application.
[0009] An incident animator tool is linked to the damage indicator
tool in an alternative rich-media system. The incident animator
tool may be resident to one of the network servers and may enable
the remote user to visually recreate an event in a rich media
application. An optional scheduler linked to the incident animator
tool or the damage indicator tool enables a remote user to schedule
an appointment for an inspection or repair.
[0010] Other systems, methods, features, and advantages of the
invention will be, or will become, apparent to one with skill in
the art upon examination of the following figures and detailed
description. It is intended that all such additional systems,
methods, features and advantages be included within this
description, be within the scope of the invention, and be protected
by the following claims.
BRIEF DESCRIPTION OF THE DRAWINGS
[0011] The invention can be better understood with reference to the
following drawings and description. The components in the figures
are not necessarily to scale, emphasis instead being placed upon
illustrating the principles of the invention. Moreover, in the
figures, like referenced numerals designate corresponding parts
throughout the different views.
[0012] FIG. 1 is an exemplary damage indicator tool.
[0013] FIG. 2 is an exemplary incident animator tool.
[0014] FIG. 3 is an exemplary catastrophic scheduler.
[0015] FIG. 4 is an exemplary map.
[0016] FIG. 5 are exemplary windshield damage indicators.
[0017] FIG. 6 is an exemplary scheduler.
[0018] FIG. 7 is an exemplary alert.
[0019] FIG. 8 is an exemplary concern capture tool.
[0020] FIG. 9 is an exemplary interlinked system or
application.
DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS
[0021] A claim management system streamlines a settlement process
by coordinating the activities that may be associated with an
incident or an insurance claim. Through visuals generated through
rich media, insureds, claimants, or others may enter and submit
information accurately and efficiently by gathering information
closer to the time of an incident. Some rich media systems
facilitate faster and more comprehensive claims reporting (24
hours/7 days a week access) through menus, icons, or screens
tailored to the user's experience or circumstance. In some claim
management systems information is processed in a way that a user
may find logical, natural, or easy to use. If an item is minimally
damaged, for example, predetermined rules that govern associations,
relationships, or in some instances, inferences about the
information submitted by a user may lead to a successive screen,
menu, or dialog box that promotes a repair rather than a
replacement.
[0022] Some claim management systems may enhance the collection of
information related to a claim by gathering that information in
real-time, near real-time, or after a delay at a physical or a
virtual site. The systems may leverage data by distributing the
data to an entity or person that has an interest in the incident or
claim. The systems may be used on a local area and/or wide area
network that may split processing of an application between a
front-end client and a back-end server or server cluster in
a-client/server architecture. The client may comprise a local or
remote stand-alone computer or controller that may execute various
computer applications and may be a customized to a web based
process. The server or host server may comprise a computer or a
group of independent network servers that operate, and appear to
clients, as if they were a single unit. The server may comprise
program(s) that provide time sharing and data management between
clients, provides multi-user functionality, supports persistent
and/or non-persistent connections with clients, and/or may provide
various firewalls and other security features.
[0023] The logic and programming may be distributed among multiple
computers and other devices, some of which may work independently
but also may communicate with other devices that have similar or
different operating systems. The systems may format data so that
the systems provide useful content that may be used or supplemented
while reducing the amount of data entry required to process one or
more claims, such as insurance claims. Some systems include
hardware and/or software that quantify data. Visual data may be
quantified (e.g., in some cases, translated into numerical values
based on a point scale) to process or settle a claim. Settlement
may occur automatically in real-time, near real-time, or after some
delay. A real-time activity or operation may be those in which a
machine's activity match a human perception of time or those in
which a controller, server, or a computer's operations proceed at a
same rate as a physical or external process, or the processing of
information at the same rate as the information is received. A
real-time activity or operation may respond to situations as they
occur. Some systems allow representatives, such as insurance
representatives, or central loss reporting unit representatives to
facilitate claim processing and/or claim settlement.
[0024] A claim management system may be coupled to multiple clients
or remote computers supporting web browsers and/or graphical
interfaces. Information may be encrypted, use digital signatures,
or may be processed or supplemented with other security measures to
protect the integrity of the information. Clients may be coupled to
the claim management system through a matrix of networks, gateways,
bridges, routers, and/or other intermediary devices that handle
data transfer and/or data conversions from a sending network
protocol to a similar or different receiving network protocol.
Intraware, groupware, or other software may translate the data
received from the clients or remote computers to the data that is
received and stored on a host server through a publicly accessible
network like the Internet or a privately accessible network like an
Intranet. The data may include text, graphics, images, video,
multimedia, and/or other information that may be stored at
substantially the same rate the data is received, after some delay,
or at a near real time rate in memory resident to or coupled to the
remote computer and/or host server.
[0025] The damage indicator tool shown in FIG. 1 allows an insured
or a user (e.g., claimant or another) to access a web-based rich
media technology (e.g., Windows Media, Macromedia Flash, Java) that
may deliver interaction or multimedia, or interactive technologies
through a host server and remote computer. The host is connected to
the insured or user's remote computer over a communication link
such as a wireless link (e.g., a wireless interface or controller),
a tangible link, or some combination. Miniature versions of images
or versions of web pages are positioned near the edge of the damage
indicator tool on the user's display. These images allow the user
to quickly browse through multiple images, pages, or documents that
may be linked to one or more full sized images. In some systems,
the images are linked through a hypertext reference that may ensure
that a respective image persists on the desktop of an insured or
user's desktop of their remote computer. In FIG. 1, the front,
rear, sides, top, and bottom images of a vehicle may be loaded into
a user's web browser more quickly than the full sized images. These
thumbnail views may be selected or clicked on to load the enlarged
images into a larger windowed portion adjacent to the thumbnails on
a user's display.
[0026] To understand the severity of a claim and assess potential
loss, the insured item is displayed through the user's remote
computer and web browser. In FIG. 1, a device or structure for
transporting persons or things is displayed. In some systems, the
process that identifies the user to the host server may identify
and display the insured item(s) and may display a policy number and
a policy name. A username and/or password may also identify details
of the insured and/or insured item. In FIG. 1, the year, make and
model of the user's vehicle is displayed. In some systems image
libraries or graphical libraries of multiple vehicles or multiple
vehicle platforms are stored in memory through one or more
databases. An image and text of a particular year, make, or model
that corresponds to an insured item may be selected through the
host server and transmitted to the user's remote computer and web
browser. An image of the insured item and some of its attributes
may be transmitted through Hypertext Markup Language (HTML),
dynamic HTML, Active Server Page (ASP) documents, scripting
language, or other computer protocols through a secure channel
(e.g., Secure HTTP and/or a secure socket layer) or may be encoded
and transmitted through an unsecured channel. Using the same or
different protocols other systems may transmit particular or
generalized images or graphics of the insured item that are
rendered through the user's web browser.
[0027] Through a relative and/or an absolute pointing device a user
may graphically illustrate the basis for a claim. In FIG. 1, the
user may move an on-screen cursor to illustrate the damage to a
vehicle. In some systems, the on-screen cursor may turn into a
sighting reference, such as a cross-hair when the cursor is
positioned above a linked element overlaid or within the image.
When selecting the linked element the user may indicate the
severity of damage to the insured item. In FIG. 1, an element
selection generates a color menu or toolbar that allows the user to
indicate the severity of damage through a color or other indicia
selection. In some systems sliding tools allow the user to select
colors or other indicia associated with the level of damage or an
indication of loss. When a linked element is colored, thumbnails of
those elements may be displayed in the same or similar indicia or
color. In some systems users may identify damage or loss to any
part of the insured item by modifying the colors, indicia,
textures, or patterns of an image. In these systems damage or loss
may be illustrated by dragging and dropping dynamic or static
objects on top of or within the displayed item.
[0028] To gather more information, the damage indicator tool may
include a dialog box or HTML form that allows a user to enter text.
The text may be saved in a text file through the host server and
may comprise a word-processing file or an ASCII file encoded in a
format that a server or client may read. The dialog box or HTML
form may also facilitate interactive exchanges. In some
circumstances a user may submit a question that is transmitted to
the host server and answered in real-time, near real time, or after
some delay at the user's remote computer. Some host servers may
receive digital images or scanned photographs that may be
collected, associated, or linked and stored with a claim related
data through the host server.
[0029] Once a user is finished describing the damage or loss to an
insured item, the user may select a graphic element or button that
completes the collection of information, submits the information,
and stores the reporting session in memory resident to or coupled
to the host server. The host server may transmit a confirmation
message, data, or a window to the client to confirm completion. In
some systems, the host server will transmits a list of the damage
or loss information through text and/or graphics before logging off
or terminating and storing a reporting session. If more information
should be added or changed, the user may access the damage
indicator tool to correct or supplement the data.
[0030] An incident animator tool shown in FIG. 2 may be encompassed
within the damage indicator tool of FIG. 1, linked or hyperlinked
to the damage indicator tool or another application, or may
comprise a separate standalone system or application. Using the
client server architecture or other computer architectures, users
may recreate the circumstances leading to a claim. The incident
animator tool may recreate the scene of an accident through site,
speed, damage estimates, and/or other information through a rich
media technology (e.g., Windows Media, Macromedia Flash, Java) that
may deliver interaction or multimedia, or interactive technologies
through a host server and a remote computer. The incident animator
tool may reconstruct an accident or collision between one, two,
three, or more vehicles in two, three, and/or four dimensions. In
some systems a fourth dimension comprises time. In FIG. 2, two
vehicles are shown in a two dimensional view.
[0031] Through a graphical interface accessible through a remote
computer, a user may illustrate a scene before and/or after an
unexpected event, such as a collision between one, two, or more
cars. In some systems, a user may position vehicles as they
appeared prior to the accident. Using a drag-and-drop graphical
user interface the user moves images from one position on the
screen to another by "grabbing" it and pulling it to its new
location through an absolute and/or relative pointing device. As an
image is moved or when an image is released, which in FIG. 2
comprises an image of a vehicle, a dialog box or other input may
appear to gather additional information. The gathered textual
and/or graphical information may be related to the vehicle's
movement and may include speed, direction, roll, and/or other data
or estimates.
[0032] Once pre-collision information is collected, a user may
enter information relating to impact by selecting other controls.
The controls may be displayed through a toolbar, dialog box, or
other application that solicit a response from a user. When a
selection occurs, a miniature image or version of the image may be
displayed near the edge of the display window. When the image is
"locked" down in some thumbnail views a nearly identical image may
appear in a larger window on the user's display. In some systems
recreating the scene of an accident, the image of the vehicle may
be linked by a path line that indicates the path the vehicle may
have traveled before impact, at impact, and in some systems, after
impact. In other systems the path line or an additional path line
may indicate the path of travel of other tangible object(s).
[0033] Using the drag-and-drop graphical user interface a user may
position the vehicle to its position at impact when recreating the
scene of an accident. Once in position another dialog box or other
input may appear to gather or solicit other information. The dialog
box or input may gather or solicit responses from a user about
approximate speed, direction, roll, and/or other information. The
dialog box or input may include a path selector tool that gathers
or solicits information about the path of travel of the vehicle
and/or other tangible or physical object(s). The path selector tool
may allow a user to modify the path or illustrate the path of
travel of one or more vehicles. Some systems may illustrate nearly
concave, nearly convex, nearly straight line paths or a combination
of paths. Once complete the process is repeated until the incident
animator tool captures and stores the relevant information in a
host computer or the user ends the reporting session. In FIG. 2,
the incident animator tool may gather or solicit other graphical
and/or textual information through other dialog boxes, inputs, or
HTML forms.
[0034] Image position and diagram creation may be aided by an
interactive utility that guides the user through each step of the
scene recreation. In some systems a wizard guides the user through
scene re-creation. Once complete an accident may be previewed
through the host server that renders a tweened animation that may
be transmitted to the user's remote computer. In a tweened
animation a user develops the key frames at important parts in the
animation and a program resident to the server or remote computer
creates the content of the frames in between. Using an interactive
help utility, such as a help wizard, a user may create and revise
the animation to create a precise and accurate recreation.
[0035] The animation and underlying information may be stored at
the host server or in another device coupled to the server. Some
incident animator tools store animations in files. The files may
comprise text files, Extensible Markup Language files and/or other
formats. A windows based interface within the incident animation
tool may be updated at synchronous or asynchronous intervals and
may communicate with a library or database of vehicles or other
static or dynamic objects stored within or coupled to the host
server. The vehicles may be identified through a user's
identification that may comprise a user identification and password
or by an identification of an insurance policy or other indicia. A
user identification may comprise a unique string of characters that
allows access to the claim management system, a unique string of
characters that may be used to identify an insurance policy, and/or
a vehicle for which a claim is being reported.
[0036] Some incident animator tools accept information from
measuring instruments input devices, or vehicle controllers or
vehicle computers internal or external to one or more vehicles
automatically. The instruments or controllers may capture vehicle
sensor outputs that may reflect the speed, acceleration, and/or
other vehicle data. This information may be transferred from the
measuring instruments, controllers, or through the input device
through a wireless or a tangible link or interface to the host
server at a synchronous interval or asynchronously. A database of
scenes or maps coupled to the host server may add more aspects or
details to the animations when locations are manually or
automatically identified. Information about position, velocity, and
time may be identified by a positioning system, such as a global
positioning system, a navigation system, or a vehicle data logger
that may be linked to the data or the insured item. Some animator
tools allow users to add or select lighting (e.g., light, dark,
moonlight, dusk), weather effects (e.g., snow, rain, fog), highway
objects (e.g., highway dividers, guard rails, construction barrels,
pylons, fences, etc.) and/or add pedestrians that are also stored
or coupled to the host server. The speed of the weather effects,
movement of the highway objects, and/or movements of pedestrians
may also be defined by the user or estimated by a program coupled
to the host server based on submitted information in some incident
animator tools. Other incident animator tools may gather this
information automatically by querying weather service servers or
providers, road condition transportation servers or providers, and
government information providers or government sponsored servers
(e.g., servers that gather police reports or accident details)
through automated programs that search the Internet or other
networks that retain content-related information.
[0037] A catastrophic scheduler shown in FIG. 3 may be encompassed
within the damage indicator tool of FIG. 1, and/or the incident
animator tool of FIG. 2, linked or hyperlinked to one or both of
those systems or applications or to another system or application,
or may comprise a separate standalone system or application. The
scheduler may comprise an application program resident to or
coupled to the host server. Some schedulers comprise a calendar
program that resembles wall calendars that may display dates in
blocks labeled with the days of the week and may include time
intervals (e.g., hours, minutes, etc.); other calendars may display
dates day-by-day by one or more weeks at a time and enable users to
enter real-time or near real-time appointments by date and time,
notes, and enter other information. Some catastrophic schedulers
deliver content through a rich media technology (e.g., Windows
Media, Macromedia Flash, Java) that may deliver interaction or
multimedia, or interactive technologies through a host server and
remote computer.
[0038] When a user logs in, his or her username and/or password may
identify details about the insured, user, and/or where an insured
item may be located. This information or other identifying
information may be used by the catastrophic scheduler to generate
customized calendars. For example, when an insured or user selects
a catastrophic scheduler, the host server may process this
information and transmit static and/or dynamic objects to the
remote computer that renders a calendar displaying the dates one or
more representatives such as one or more insurance representative,
a catastrophic team, or a claims adjuster, from an may be in town.
In some calendars, days that have passed may be marked (e.g.,
shaded, highlighted in a different color or other indicia) to
indicate that they are not selectable. Other days that are not
available may be similarly marked.
[0039] When a user selects an available day, the system or
application sends static and/or dynamic objects to the client
(e.g., remote computer) that renders a screen that allows the user
to select a morning or afternoon appointment. The color, texture,
patterns, and/or picture that comprise the previous screen may
remain in the background on a user's display as an inactive
application in a common or separate window. In some systems, the
application or system may identify the portion of the day that has
an opening that is consistent with the user's morning or afternoon
selection. If a portion of a selected period is not available it
may be marked (e.g., shaded, highlighted in a different color or
other indicia). An on-screen help feature may assist the user with
any selections or displayed information. This feature may be
activated by selecting an icon in a toolbar or positioning the
cursor above the item for a predetermined period of time. In some
systems, a cartoon dialog balloon may appear when the cursor is
positioned above that portion of the day that is fully booked. In
some on-line systems help messages may appear as pop-up windows
when a user clicks on a screen in which help is desired.
Alternatively, a special form of selection, such as a clicking of a
right mouse or option clicking will activate a pop-up help
information, if it is available.
[0040] When the user selects a time of day such as a morning or
afternoon, a full schedule may expand below the option or may be
displayed in a separate window. In some systems, those portions of
the day not selected will remain on the user's screen but may be
marked to indicate that they were not selected. Unavailable time
slots may be similarly marked. Since some catastrophic scheduler
applications or systems are arranged in a tree-structure or
hierarchical order, the selection of an icon or graphics element
such as a close/cancel button may be actuated at any point to
return to a previous screen.
[0041] When a user selects or requests an available time, a
confirmation window or data will be transmitted to the client to
confirm the selection. The confirmation window or data may allow
the user to confirm the time slot or chose another. If not
confirmed, the system or application may return the user to a prior
scheduling screen. If confirmed, the system or application
transmits static and/or dynamic objects to the client that render
an electronic calendar with his or her appointment marked. In this
view, the user may modify his or her appointments through the same
or similar process that scheduled his or her appointments.
[0042] In some systems and applications, feedback is sent to the
user during or after a scheduling session. The feedback may
comprise a document, a web page, data, a message (e.g., electronic
mail), or a combination that confirms a scheduled appointment. The
feedback may include one or more static or dynamic objects
configured such that selection by a recipient causes information
sufficient to identify the recipient and some of the scheduled
appointment to be sent back to the network site serving the web
page. An object refers to an entity exchanged between a client and
a server. A dynamic object may be created on the fly when a request
is made. Static objects are pregenerated, independent of client
requests. Some objects include data related to the time and date of
an appointment, a policy number, related information to a
catastrophic claim, a map designating roads of a region to a
location (e.g., claim processing center) that may or may not
include a set of guidelines and directions, contact information,
explanations of processes such as claim processing methods, answers
to frequently asked questions, and a list of things to bring to a
center.
[0043] In those systems that provide static or real-time maps
(e.g., systems that communicate with a vehicle navigation system or
render and transmit the maps to a remote computer), the host server
may interface mapping software or access libraries of maps. Some
catastrophic schedulers add or schedule events to a user's personal
calendar or may transmit destinations and/or maps to a user's
navigation system or wireless devices. These systems and
applications may add events to one or multiple mobile calendars
(e.g., blackberries, Palm Pilots, wireless devices/phones, other
portable wireless devices) to schedule events by month, dates, and
time and provide destination directions wirelessly.
[0044] Windshield damage indicators shown in FIG. 5 may be
encompassed within the damage indicator tool of FIG. 1, and/or the
incident animator tool shown in FIG. 2, and/or the catastrophic
scheduler shown in FIG. 3 or linked or hyperlinked to one or more
of those systems or applications or to another system or
application, or may comprise a separate standalone system or
application. The windshield damage indicator allows a user to
graphically illustrate damage to a framed pane of glass or other
transparent shielding through a web-based rich media technology
(e.g., Windows Media, Macromedia Flash, Java) that may deliver
interaction or multimedia, or interactive technologies and through
a host server and remote computer. In FIG. 5, the glass or
transparent shielding comprises a windshield that is located in
front of an occupant's seat.
[0045] To illustrate the severity of damage, some windshield damage
indicators display a pane of glass. In FIG. 5, the glass is framed
by a portion of a vehicle. In some systems, the process that
identifies the user to the host server may identify and display a
particular windshield and when coupled to insurance systems may
display a policy number and a policy name. In some systems image
libraries or graphical libraries of glass panes or windshields are
stored in memory through one or more databases that are linked to
the host server. An image and related text of a particular make or
model that corresponds to the user may be selected through the host
server and transmitted to the user's remote computer and web
browser. An image of the item and some of its attributes may be
transmitted through Hypertext Markup Language (HTML), dynamic HTML,
Active Server Page (ASP) documents, scripting language, or other
computer protocols through a secure channel (e.g., Secure HTTP
and/or a secure socket layer) or encoded and transmitted through an
unsecured channel. Using the same or different protocols, other
windshield damage indicators may transmit particular or generalized
images or graphics of a windshield that are rendered through the
user's remote computer and web browser. The images may display the
front of a vehicle with a point of reference such as a steering
wheel and car seats that are visible through the windshield.
[0046] Through a relative and/or an absolute pointing device, a
user may graphically illustrate the damage to the windshield. In
FIG. 5, the vehicle windshield may comprise a client-side image map
whereby regions of an image may be clicked on with a pointing
device to indicate his or her selection. In some systems, the
on-screen cursor may turn into a sighting reference, such as a
cross-hair when the cursor is positioned above one or more linked
elements. In FIG. 5, a row or a block of on-screen buttons or icons
may comprise the linked elements. Some of the linked elements are
shown as a starburst object, a bull's-eye object, a hole object, a
branching or not branching crack object that are activated when
selected by a relative and/or absolute pointing device.
[0047] When one of the linked elements displayed in the damage
toolbar is selected, a textual or graphical prompt may direct the
user to indicate one or more damaged area on the windshield image.
In some windshield damage indicators, when a user selects a type of
damage one or more images of the selected objects may be displayed
on the user's display to indicate its selection. In FIG. 5, the
cursor may turn into a ghosted image of the selected damage object
when the cursor is positioned above the windshield; in some other
systems, the cursor may turn into a ghosted image when the object
is first selected. At the user's direction the damage object may be
deposited or positioned onto the windshield. With a click of a
pointing device, such as a mouse, the damage may be positioned and
re-positioned by dragging objects on the user's display or screen.
In some systems and applications a fly-out menu may appear near a
side of the windowed image to provide the user with the ability to
scale (e.g., adjust the width and height) and/or rotate the damage.
A row or column of on-screen buttons displayed below or to the side
of the windowed image may allow the user to re-position damage,
remove selected damage, save and/or end a placement.
[0048] When the damage is properly placed, a textual or graphical
prompt may ask if there is additional damage to identify. The
textual or graphical prompt may appear in place of a toolbar shown
in FIG. 5. If there is additional damage to report, the process is
repeated. Otherwise, a textual or graphical prompt may ask if the
damage is correctly shown.
[0049] If the damage is correctly shown (e.g., a user selects or
enters a positive response), the host server may send feedback to
the user during or after the reporting session. The feedback may
comprise a document, a web page, data, a message (e.g., electronic
mail), or a combination that confirms receipt of the information
through a confirmation notice. A confirmation notice may include a
damage report that may include a damage diagram. If the damage is
not correctly illustrated (e.g., a user selects or enters a
negative response) the host server may re-open the reporting
session allowing the user to modify or supplement the damage
illustrated or entered. If a user elects to clear the damage, the
system and application may restart the process by starting a new
reporting session.
[0050] Some windshield damage indicator systems and applications
may automatically determine if a windshield should be replaced or
repaired or in the alternative, promote one option over the other
based on pre-programmed rules. A decision or a recommendation may
be based on the amount, severity, and position of the damage. If a
controller or inference engine coupled to the host server or the
host server makes that determination, an integrated scheduler, like
the catastrophic scheduler shown in FIG. 3, or an integrated
scheduler shown in FIG. 6, may allow a user to set-up (and/or
change) a date and time for an inspection and/or repair with or
without a phone call to an insurance provider or service provider
in a continuous on-line session. In some systems, the user's prior
identification may suggest convenient repair facilities and some
systems may send directions to a user's remote computer or in the
alternative, a navigation system, or a wireless device/phone. Other
systems, such as those shown in FIG. 5, may solicit information
concerning where the damage occurred or where a repair is requested
and allow the user to self-schedule a repair at one or more
affiliated or linked repair centers, and similarly provide
directions to the user's remote computer or in the alternative a
user's navigation system, or a wireless device/phone. In some
systems an inference engine comprises a processor that matches a
users input with rules contained in a knowledge database to derive
a conclusion that may be transmitted to a user.
[0051] Each of the systems and applications described above may
provide real-time alerts for customers or users presenting claims.
The alert may comprise an email feature that sends messages to the
recipient. The email feature may include a hyperlink selectable by
the recipient. The hyperlink may be configured such that selection
by the recipient causes information sufficient to identify at least
the recipient and data associated with the alert to be transmitted
to the system. Some real-time alerts are accessible through a web
page that may display the status of a claim, a log of
communication, claim details, and/or contact information as shown
in FIG. 7. In some insurance applications, the insureds may monitor
their claims through one or more web pages and have the ability to
change how, when, and/or where they want to be called. The web
pages may provide access to information on their policy or
policies, payments, documents, policy changes (made or may be
made), claims, and information about the insured item (e.g., in
FIG. 7, vehicle(s)).
[0052] Each of the systems and applications illustrated or
described may be linked to a tool that may answer a user's
questions and/or capture his or her concerns. The concern capture
tool may gather information or address user's concerns about
on-line claim reporting processes. In one tool, graphics, text,
animation, and/or a video (as shown in FIG. 8) may introduce the
user to the screen. The media may direct the user to a separate
window if they have any questions.
[0053] Questions may be submitted through a dialog box or HTML form
that allows a user to enter text or in an alternative system, an
audio and/or a video file. The text may be saved in a text file
through the host server that may comprise a word-processing file or
an ASCII file encoded in a format that a server or client may read.
If the question may be answered from a database that may be
associated with frequently asked questions, the user is provided
with that option. The dialog box or HTML form may also facilitate
interactive exchanges. If answers are not available in real-time or
near real-time, in FIG. 8, a video, audio file, or flash display
may explain that their question will be answered by a claim
representative.
[0054] As further shown in FIG. 8, additional information related
to each question may appear above and/or behind the video. The
video may be linked to graphic that highlights the questions the
video may be addressing. If the user or insured asks to submit one
or more questions, a subsequent screen may list these questions
before logging off or terminating the concern capture session. The
video may prompt the user or insured to review and/or add any
additional questions before advising the insured or user that the
questions will be submitted.
[0055] While each of the systems and applications may stand alone
or may be encompassed within the other systems and applications,
the systems and applications may also be coupled, linked or
hyperlinked to one another and accessed through a continuous
on-line session. FIG. 9 illustrates one example of an interlinked
application or system that is linked to questionnaires and is
coupled to interfaces that provides access to remote application
and systems. In FIG. 9, the interfaces are coupled to vendors,
network providers, and schedulers.
[0056] The above described systems may be used or embodied with
many technologies. The systems and methods may be created through
rich media applications through the Internet or other publicly
accessible or privately accessible networks. Through complete or
partial visuals generated through rich media, insureds, claimants,
or others may interactively enter and submit information accurately
and efficiently. The rich media systems may facilitate faster, more
immediate, more accurate, and/or more comprehensive claims
reporting through menus, icons, and/or screens tailored to the
user's experience. Some claim management systems process
information interactively in a way that a user may find logical,
natural, and easy to use. Using an expert system, intelligent
database, or predetermined rules that may govern associations,
relationships, and/or inferences about the information received
some claims management systems or individual components (or
applications) may automatically recognize and make decisions in
response to the information received. In some claim processing
systems, an exemplary decision may promote or direct a user to a
repair rather than a replacement. In some systems this may occur
through the sequence and rendering of subsequent screens. The
systems and methods may be implemented within any rich media
technology, including, but not limited to Flash, Flex, Java, AJAX
and XMAL and all device footprints which access rich-media internet
applications including desktops, navigation systems, mobile
devices, set top boxes and game consoles.
[0057] While various embodiments of the invention have been
described, it will be apparent to those of ordinary skill in the
art that many more embodiments and implementations are possible
within the scope of the invention. Accordingly, the invention is
not to be restricted except in light of the attached claims and
their equivalents.
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